Complaints

This profile includes complaints for Gearbox Software, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gearbox Software, LLC

  5757 Main St Ste 500 Frisco, TX 75034-3262

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  Gearbox Software, LLC

  5757 Main St STE 100 Frisco, TX 75034-3234

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product: Borderlands 4 Purchase Platform: Steam (Valve)Purchased: Sep 28 2025 PDT Purchase amount: $139.87 I, and many others, have been attempting to get refunds on Borderlands 4 because it defies reasonable expectations for a AAA video game in 2025. The game takes 20 minutes to load, crashes frequently and randomly, and has severe optimization issues which give players, even with very high-end computers, very low Frames Per Second while playing the game.I also learned that the Terms of Service for the game were updated retroactively after I purchased it, and now the Terms of Service allow for extensive data collection.I have contacted Gearbox Software directly through their website mentioning my situation and requesting a refund, but I still have none.I have also made multiple requests to Valve (the owner/operator of the Steam platform which I purchased the game through,) and they have not given me a refund.I believe that Gearbox Software is ultimately responsible for their product and I want my money back. Thousands of other gamers want their money back as well, from what I can see online.

  Business Response

  Date: 01/05/2026

  Thank you very much for reaching out. I'm sorry you're having issues and aren't enjoying Borderlands 4. I understand that you're seeking a refund. Unfortunately, Gearbox is just the developer of the game and not the publisher. This means we do not perform any of the sales, marketing, or distribution of Borderlands 4 and therefore are unable issue a refund for this product. My best recommendation would be to contact the Customer Support function at REMOVED, which is the publisher of Borderlands 4. 

  You can easily access their customer support team here: REMOVED

  Many thanks for reaching out and we sincerely thank you for your support! 

  Gearbox Entertainment

  Customer Answer

  Date: 01/05/2026

  I am rejecting this response because:   this is just the same old run-around that they have already given me. I already tried contacting their customer support, as well as REMOVED's customer support. There is simply no fair option presented to people like myself who had reasonable expectations for Borderlands 4, as a AAA video game, and were completely let down. Their CEO has done nothing to help the situation either, by mocking those who feel ripped off and deceived by Gearbox.
  
  Gearbox's actions should be completely illegal. They defied the reasonable expectations of thousands of people and it looks like they will face no consequences for it. That is, besides for the fact that nobody will be buying any of their games in the future.
  
  I still demand a full refund. Gearbox can recoup the money from Valve, themselves, if they want to. That burden should not be placed on me. It is not REMOVED's fault that they made such a terrible game and deceived so many consumers, all while placing a very high price tag on it.

  Business Response

  Date: 01/06/2026

  Good afternoon. I'm writing in response to the complaint we received (REMOVED). We immediately responded to the consumer with how to pursue a refund and they're rejecting that solution. Unfortunately, Gearbox is neither the retailer nor the publisher of the product reference (Borderlands 4). As much as we want to help, our hands are tied and we're unable to provide refunds because, again, we're neither the retailer nor the publisher. At this point, while we completely understand the consumer's frustration, they need to take this up with either 2K and/or Valve. Can this complaint be closed? 

  Thank you - 

  Gearbox

  Business Response

  Date: 01/08/2026

  Good afternoon. I'm writing in response to the complaint we received (REMOVED). We immediately responded to the consumer with how to pursue a refund and they're rejecting that solution. Unfortunately, Gearbox is neither the retailer nor the publisher of the product reference (Borderlands 4). As much as we want to help, our hands are tied and we're unable to provide refunds because, again, we're neither the retailer nor the publisher. At this point, while we completely understand the consumer's frustration, they need to take this up with either 2K and/or Valve. Can this complaint be closed? 
  
  Thank you - 
  
  Gearbox

  Customer Answer

  Date: 01/11/2026

  Ok, I will try to take this up with REMOVED. Thank you.